Before deciding whether to commit to a phone system maintenance contract, it is important to understand what a good phone system maintenance contract will include.
Most phone system maintenance contracts aim to provide a safety net in the event of a problem. However there are some limits to what the contract can reasonably cover. The elements that are not covered are usually covered by your company’s insurance policy, these may include:
- Acts of God
- Power surges
- Contact with any liquid (such as water damage)
- Malicious damage
- Rodent damage
- Intervention by 3rd party
A phone system maintenance contract will cover the costs of fixing and replacing equipment. In the contract will be a list of equipment that is covered as well as a list of repairs or replacements that will be covered. A maintenance contract will usually cover:
- Wear and tear
- Engineer’s visits
Many phone systems have database software that keep the records that the system needs to run. These need to be backed up in order to run. A phone system maintenance contract should cover these databases, and should keep an up-to-date database both on- and off-site in case of an on-site disaster like fire or flood.
System software will periodically need to be upgraded in order to ensure security, smooth-running and functionality. Your maintenance contract should cover these software updates.
Remote support should always be covered in a telephone system maintenance contract and should be free of charge. This service make sense for both parties and it enables customers to be back up and running quicker in the event of a problem and will save transport costs for the company providing the maintenance.
This is the most important part of a phone system maintenance contract. The cost of a phone system being down can be huge and the contract should provide the customer with support to get the problem fixed as soon as possible.
In most cases, phone system maintenance companies will offer a range of response times based on the complexity of the system or the cost to the customer of the system going down. For an average system, most companies will offer a four hour response time for emergencies and 16 hour for simpler problems.
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